Zones enablement portal
What is Zones?
Zones is a global solutions provider of end-to-end IT solutions with an unmatched supply chain.
Founded in 1986 as a direct response catalog company, Zones has evolved into a global IT services and solutions provider, operating in over 100 countries with a workforce of more than 2,000 employees.
Zones, an enterprise client, is a standout IT solutions provider known for its comprehensive end-to-end services that set it apart in the industry.
IBM and Zones teamed up to develop an innovative approach, leveraging IBM's Integrated Multivendor Services (IMS) to enhance the security of solutions provided by Zones, specifically targeting small to mid-tier hospitals.
The challenge
My first project as a designer at IBM, was designing the Zones enablement portal.
The Zones sellers did not have a central platform in which they could educate themselves on the technologies they were going to sell to their clients, the small to mid-tier hospitals, and they also did not have a way to test that knowledge.
My goal was to create engaging and easy-to-understand content to educate Zones sellers. By doing so, I aimed to enable them to confidently offer insightful security technology solutions to small to mid-tier hospitals. This improved productivity and safety for both patients and doctors, enhancing the overall effectiveness of our solutions in the healthcare sector.
Through this initiative, I was committed to ensuring that our sellers were well-equipped with the knowledge and tools they needed to make a significant impact.
Personas
Tim the Technology Seller
Tim has 10 years of experience in the industry and is quite the expert. He interacts with numerous clients daily and handles multiple accounts and is responsible for selling a portfolio of products in a specific geographic region. Tim recommends tech options and use cases that meet his clients' needs.
However, he struggles with limited time to learn new technology before it becomes available to clients. He also prefers hands-on internal training but finds he lacks sufficient opportunities. Additionally, Tim faces difficulty keeping up with the unique environments and team structures of so many clients.
The frequent reassignment of IBM Tech Sellers complicates this further, making it challenging for Tim to develop real domain knowledge. He needs more time and resources for learning new technologies, practical and interactive internal training sessions, and better client management tools to track and understand client environments.
Despite these challenges, Tim remains committed to providing tailored tech solutions to his clients.
Pain points
Tim’s pain points - Tim struggles with limited time to learn new technology before it reaches clients and prefers hands-on training, which he finds lacking.
He also finds it difficult to keep up with the unique environments and team structures of many clients.
Frequent reassignment of IBM Tech Sellers further complicates his ability to develop domain knowledge.
Tim needs more time and resources for learning new technologies, interactive training sessions, and better client management tools.
Hill
Tim, the Zones seller, will have an easy-to-navigate, centralized portal that equips him with the knowledge and tools to confidently sell security technologies to small to mid-tier hospitals, improving client relationships and ensuring informed decision-making.
As a designer, one of my key responsibilities was to deeply understand the pain points and current situation of the end-users. To achieve this, I conducted user research by organizing multiple interviews with Zones sellers.
These interviews provided valuable insights and perspectives, giving me a comprehensive understanding of the "As-Is" scenario they were experiencing.
By engaging directly with the sellers, I captured their firsthand experiences, challenges, and needs. This direct feedback served as the foundation for designing effective solutions tailored to their specific requirements.
By engaging directly with the sellers, I captured their firsthand experiences, challenges, and needs. This direct feedback served as the foundation for designing effective solutions tailored to their specific requirements.
After careful consideration and incorporating valuable user feedback, the idea of an educational portal became a reality. The Zones enablement portal emerged as a minimal delightful experience (MDE) designed to address the pain points of Zones sellers.
The educational portal featured several modules to educate sellers on technology maintenance and security protocols. Feedback from a Zones seller indicated that the information was easily consumable, thanks to its presentation in digestible chunks. Additionally, the portal included mini-tests at the end of each page or lesson to validate knowledge, allowing sellers to actively test and enhance their understanding.
The enablement portal underwent continuous testing and updates, driven by feedback from the Zones sellers themselves. The reception was overwhelmingly positive, with much appreciation for the improvements made through this iterative process.
Direct feedback from IBM leadership:
“...having 40+ years at IBM what they have delivered is one of the best if not the best piece of work I’ve seen. As you can tell from the adjectives, I used I am extremely excited about this portal and the impact it can have on the channel. It is more than a portal it truly is a sales tool.”
The introduction of the Zones enablement portal provided a significant advantage to Zones sellers by offering a centralized source of education and knowledge. Sellers could now access comprehensive information on security technologies from a single platform. Additionally, the portal's knowledge testing capabilities allowed sellers to validate their understanding and proficiency.
By empowering Zones sellers with this valuable resource, small to mid-tier hospitals, doctors, and patients gained access to a wealth of knowledge on security technologies. This access translated into optimized services and products, as Zones sellers were now equipped with the expertise needed to guide hospitals in making informed decisions about their security needs. Ultimately, this enhanced knowledge base contributed to the overall improvement of productivity and safety for both doctors and patients.
Outcomes
Outcomes of the Zones Enablement Portal
Centralized Education Resource: Zones sellers now have a single platform to access comprehensive information on security technologies.
Enhanced Knowledge Validation: The portal's knowledge testing capabilities allow sellers to validate their understanding and proficiency.
Improved Expertise: Sellers are better equipped to guide hospitals in making informed decisions about their security needs.
Optimized Services and Products: The expertise gained by sellers translates into optimized services and products for small to mid-tier hospitals.
Increased Productivity and Safety: The enhanced knowledge base contributes to improved productivity and safety for both doctors and patients.
Empowered Sellers: Zones sellers are empowered with valuable resources, leading to more confident and effective client interactions.